Customer Journey Mapping

We help organisations strengthen customer-centricity and earn competitive advantage by removing barriers, aligning values and building loyalty

Customer Journey Mapping

Customer journey mapping enables organisations to understand their audiences by analysing interactions with brands, sales channels, services and products.  First Retail Group are experts delivering journey mapping and tailored performance improvement programmes.

Specialising in consumer and B2B environments, our work delves deep across all customer touch-points – helping determine opportunities and understand challenges in maximising potential from marketplaces.

Combining in-depth knowledge of customer behaviour and market analysis, our independent performance  assessment and benchmarking services help guide customer-facing organisations in improving efficiency and commercial performance while growing loyalty and advocacy. 

We work collaboratively with your teams – understanding marketplaces, internal processes and opportunities for change.  Then we engage closely with your customers to determine their needs and experiences.

Our support extends to implementation, embedding and performance monitoring of CX transformations – helping ensure continuity and ongoing value from improvement programmes.



  • Market, Customer & Behaviorial Research
  • Customer Retention & Loyalty Strategies
  • Voice of Customer (VOC) Programmes
  • Customer Experience (CX) Culture
  • Gap & Performance Analysis
  • Customer Journey Mapping & Visualisation
  • Development of Experience & Loyalty KPI’s
  • Deployment & Change Management